Call Center White Papers

This white paper examines practical and actionable best practices for migrating to and using multichannel, blended contact center environments. The report includes 10 steps for converting from inbound to blended mode, then shows how the transition can enable the high-touch customer strategies that have become imperative for companies wanting to stay relevant to their customers and prospects while keeping costs under control.

This white paper examines a cloud strategy’s impact on data and application security risks. As legal and regulatory security requirements become more stringent, securing data grows increasingly complex—yet data security expertise is both costly and in short supply. Cloud suppliers of contact center infrastructure can—must—maintain maximum security measures, adding to their appeal as an alternative to premise-based solutions.

Noted analyst and industry authority Sheila McGee examines the underlying factors that affect contact center infrastructure uptime, then examines whether cloud- or premise-based contact centers offer greater uptime.

In this whitepaper drafted by Bluewolf and Five9 we discuss the business benefits of migrating and integrating your telephony and CRM, as well as real-world examples of customers achieving results.

Choosing a new contact center infrastructure is one of the most crucial decisions your business can make. But with so many premise—and cloud-based solutions available, the selection process can be daunting.

This whitepaper by industry analyst Donna Fluss provides a roadmap that will get you to the best option for your business.

Proactive customer service represents an opportunity to provide customers with relevant and meaningful support based on an understanding of their interests and anticipated needs. Companies can also use proactive service to differentiate themselves from competitors, and strengthen customer loyalty.

In the contact center business, change is constant. New client? Great. New program or product? Exciting! New selling process for your agents to learn? Challenging, but often essential. This whitepaper from Five9 addresses how companies just like yours are adopting leading-edge technologies to succeed with this constant change.

This research paper from Aberdeen Group discusses how organizations are differentiating themselves from competitors through contact center excellence.

This research paper from Aberdeen Group discusses how Best-in-Class call centers realize reduced costs and higher call center uptime resulting from flexible call center technology.

This paper from Yankee Group talks about drivers for adopting hosted call center solutions and compares TCO for hosted vs. premise-based call centers.

Outbound interactive voice response (IVR) is the next generation outbound communication technology being adopted by enterprises today. As cost pressures rise in the uncertain economy and enterprises look to decrease call volumes, outbound IVR represents a tremendous area of growth over the next five years. This report will look at the tactical and strategic opportunities for vendors and enterprises in a down economy and focus on the applications being deployed for outbound solutions.

Contact center outsourcing vendors are suffering margin pressure and the economic downturn threatens volumes forcing them to find new revenue streams in adjacent business processes. At the same time, their clients are looking to save money by consolidating vendors. This theme aims to identify trends in BPO convergence, providing outsourcers with the knowledge they need to integrate front-office offerings with back-office processes.

Five9 is a market leader in hosted call center solutions, so any company looking to buy or upgrade their existing call center infrastructure from Avaya, Nortel, Aspect, Genesys or Cisco would do well to consider Five9 as a hosted alternative. This paper discusses benefits, advantages and issues associated with adopting at-home call center agents.

This paper discusses the reasons a company would choose a hosted call center model versus premise based, and provide insights into detailed TCO.

This white paper is a Five9 primer on basic call center terminology, capabilities, and issues. In addition, information is provided on call center challenges today and call center performance topics.

"This Beagle Research Group Executive White Paper examines the benefits and the new challenges placed on the call center by both advancing technology and entrepreneurship."

Technology markets are changing fast. This brief is essential reading for you to identify and track the key forces shaping the prospects for your business. In this piece, Datamonitor’s senior analyst specializing in contact center outsourcing will outline the changes in your market, explain which trends will have the biggest impact, and highlight who will benefit fromthe fast-paced developments in outsourced contact center services.

This API documentation describes the methods exposed by the Five9 Configuration Web Services API.

This API documentation describes the methods exposed by the Five9 CTI Web Services API.

This API documentation describes the methods exposed by the Five9 Statistics Web Services API.